Workforce Management Analyst at EXL South Africa

About the job
Dialer Specialist 

Core Responsibilities

• Oversee the configuration, optimization, and troubleshooting of dialer systems.
• Monitor the performance of the dialer software and adjust settings to maximize conversion and agent efficiency.
• Ensure the dialer system is in compliance with regulatory requirements.
• Track key performance indicators (KPIs) such as call volume, penetration, contact rates, and conversion rates.
• Generate and analyze reports to identify trends and areas for improvement in dialing processes.
• Implement strategies to improve dialing efficiency and lead engagement.
• Collaborate with IT or technical support teams to resolve system errors and ensure minimal downtime.
• Monitor the distribution of leads to ensure that they are assigned effectively to agents based on priority and workload.
• Implement strategies to prioritize high-value leads and optimize lead flow.
• Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
• Ensure adequate staffing levels and minimize organizational risks.
• Analyze dialer-output data to identify potential problems and issues.
• Configuration of new campaigns: creation, user profiles, worksheets, etc
• Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, other Federal Laws, OFFCOM etc.
• Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

Key Capabilities

• Understand technology systems and create viable dialing campaigns to achieve departmental objectives
• Partner with business leaders to develop new functionality to improve the borrower and agent experience.
• Collaborate with internal and external partners to maximize the achievement of business goals
• Lead and mentor team members in building out the Analytics function completing required training and certifications.
• Excellent project management and organizational skills and capability to handle multiple projects at one time
• Proficient in MS Office applications (Excel, Word, PowerPoint).
• Experience on AWS Dialer Platform will be an added advantage